10 Feb 10 Questions Every HR and Facility Manager Should Ask Their Refreshment Operator
Selecting the right refreshment operator is more than just picking an operator – it’s about creating a seamless experience for employees while ensuring efficiency and reliability. The right partner can enhance workplace satisfaction, promote productivity, and provide quality products and services.
To make an informed decision, you should ask the following key questions before committing to a refreshment vendor:
1) Where is your warehouse located?
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- The proximity of the warehouse affects response times for service calls. They may take longer to resolve issues if they’re not close by.
- If they are not nearby, resolving issues may take longer than expected, which could negatively impact employee satisfaction.
2) When can we schedule a visit to your building?
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- A reputable refreshment operator should be transparent about their facilities.
- If a vendor hesitates to allow a visit, there should be immediate red flags about cleanliness, sustainability, or operating conditions.
- During the tour, take note of the overall facility’s vibe. Are employees happy? Is it clean or organized? These observations can speak volumes about their service quality.
3) How often will we conduct quarterly business reviews?
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- Regular QBRs (Quarterly Business Reviews) help maintain transparency and collaboration, ensuring their service aligns with your company’s needs.
- Reviews should cover sales data, product mixes, new product offerings, operational updates, and sometimes even tastings.
- Bonus points if they ask, “Is there anything else we can do for you?” This shows they’re interested in a true partnership, not just another client.
4) Will the equipment be new or refurbished?
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- Refurbished equipment isn’t necessarily a problem; ensure it includes modern technology.
- Discuss available equipment options:
- Vending machines (beverage, vending, combo, etc.)
- Smart coolers/stores (grab-and-go options)
- Pantry coolers and racking (number of shelves)
- Coffee equipment (lattes and mochas or simple drip coffee only)
- Water and ice options (including tap systems)
5) What is the typical product offering?
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- A well-rounded selection ensures employees have access to the snacks and beverages they prefer.
- Product variety will depend on the type of service provided.
- Ask about the availability of healthy options and fresh food selections, especially if you need to cater to a wide variety of dietary needs.
6) Is there an option for subsidizing if needed?
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- Offering subsidized refreshments can be a great perk for employees, boosting morale and job satisfaction.
- Even if you’re not ready to implement subsidized vending or micro market options now, understanding your options can be helpful for future planning.
7) What is the average time to get service on a machine?
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- Find out the turnaround time for service issues on vending machines, kiosks, etc.
- Identify how refreshment operators fulfill service requests. Do they have a number to text on machines using technology like ZippyAssist, or do you have to call and wait for a response?
- Poor customer service can turn what should be a workplace perk into a frustrating hassle.
8) What are the minimum purchase per month requirements?
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- Clarify any penalties for not meeting minimum purchase thresholds. If there are any, how will you be notified?
- Determine whether requirements are based on office size or revenue to ensure you both meet expectations.
- Understanding any contractual obligations upfront prevents unexpected penalties. It’s better to ask too many questions than not enough.
9) How often do prices change?
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- Ensure price stability by asking how long initial pricing is locked in and what factors might cause changes.
- Discover if there are any exceptions so you can budget accordingly.
10) What are the contract terms?
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- A well-structured contract sets clear expectations for both parties.
- Review contract length, renewal terms, and any potential exit clauses to avoid surprises down the line.
- Ensure there is a 60-90 day “cure” clause. This provides a period of time to fix the problem before facing consequences should things go sideways.
Conclusion
Selecting a refreshment operator goes beyond cost or proximity to your business. You need a refreshment provider you can trust for reliability, quality, and service. By asking these key questions, you can build a strong partnership with a vendor that aligns with your organization’s needs. A well-thought-out choice can lead to a more satisfied workforce, better service, and an overall improved workplace experience.
To find a refreshment operator who meets the needs of your employees and doesn’t leave you wanting more, visit coolbreakrooms.com or email us at info@coolbreakrooms.com.
